Guest Services Manager – Rosewood Bermuda | Rose Wood

Directly responsible for the management of Concierge team to ensure it functions in accordance with Hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective associates.

Maintain complete knowledge at all times of, and ensuring the team has complete knowledge of :

•  All hotel features/services, hours of operation. – All room types, numbers, layout, décor, appointments and location. – All room rates, special packages and promotions. – Daily house count and expected arrivals/departures. – Scheduled in-house group activities, locations and times. – All hotel and departmental policies and procedures. 
• Check Concierge and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify and cleanliness/organization deficiencies. 
• Prepares weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands. 
• Assign work duties to associates in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department’s standards and delegate these tasks. 
• Inspect grooming and attire of associates ensuring they are in compliance with the Uniform and Grooming policy at all times while on duty; rectify any deficiencies. 
• Involve in recruitment, training of all new associates. 
• Constantly monitor associate’s performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel. 
• Ensure all associates are fully versed in all SOPs, standards and processes. Ensures all the SOPs, training plans and ITPs are up to date. 
• Foster and promote a cooperative working climate, maximizing productivity and associate moral. 
• Is fully conversant in the hotel’s Emergency plans and to understand the role of all Front Office departments in all scenarios including but not limited to fire, storm, hurricane, evacuation and first aid procedures. 
• Conducts monthly probation reviews and yearly performance appraisals of designated associates. 
• Leads Forbes, LQA initiatives and Associate Engagement Survey initiatives in the department 
• Executes associate probation reviews and annual performance reviews. 
• Ensures that Rosewood Service standards are met by ensuring regular training is conducted per the Rosewood Training schedule and liaising with the property Training Manager 
• Ensures regular communications occurs by conducting the daily Calling and by conducting monthly communication meetings with associates 
• Ensures timely processing of department’s payroll and accurate attendance reporting 
• Attends managers’ meetings and operations meetings as required 
• Coaches and counsels associate for optimum performance and disciplines when necessary in accordance with the Collective Bargaining Agreement and the Associate Handbook. 
• Monitors system problems, maintain log of such and coordinate corrections with the I.T. Manager.
• Ensures that Concierge logs and checklists are maintained.
• Oversees all pre-arrival data collection and applies all necessary preferences and requests to guest’s upcoming visit. 
• Monitors hotel communication through the Guest Services, Concierge and Reservations team for arriving guests with any questions, clarifications and confirmations of their requests and/or queries. 
• Ensures that guest requests from other departments are properly communicated and followed-through. 
• Creates and highlights seasonal activities and programs for guest’s participation and entertainment.
• Assists the Guest Experience Manager/ Front Office Manager to monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. 
• Plans and executes group requirements, preference with the Events team/Director of Events. Operational Functions: 
• Ensure team is sending pre-arrival emails to all guest at least 3 weeks prior to arrival. 
• Ensures that the Concierge mailbox and Guest preference forms are handled by the Concierge per the established standards. 
• Assign work duties to concierge associates in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department’s standards and delegate these tasks. 
• Check Alice, ensure Concierge has created itineraries for the next day and all are delivered to guests. All pending jobs must be closed. 
• Support the Conference Services department in coordinating group activities and/or assist in group events as needed. 
• Become acquainted with each day’s arrivals, VIP’s and daily group activities. 
• Responsible for accurate inventory and purchasing of recreation related equipment.
• Check Rosewood Bermuda website to ensure information is always accurate.
• Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
• Ensure handling of all guest requests is done quickly and efficiently.
• Assist associates with their job functions to ensure optimum service to guests. 
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction. 
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. 
• Promote positive guest relations at all times.
• Monitor and ensure that all cashiering procedure comply with Accounting policies and standards: – Adjustments – Posting charges – Cashier reports – Balancing receipts – Dropping receipts of daily work 
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures. 
• Review the arrival report for accuracy and completeness.
• Ensure that all VIPs are pre-registered according to standards. 
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns. 
• Review resumes for arriving groups; check-in/pre-registration procedures. 
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery. 
• Review requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping. 
• Ensure all closing duties for associates are completed before associates signs out.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

• Ability to uphold and enforce hotel’s standards, policies and procedures with self and Front Office associates. 
• Ability to prioritize and organize work assignments; 
• Ability to direct performance of Front Office associates and follow up with corrections where needed. 
• Ability to motivate associates and maintain a cohesive team. 
• Ability to analyze need and train associates.
• Must be able to work well under pressure 
• Demonstrated ability to remain in stationary position for extended periods of time with limited movement.
• Demonstrated attention to detail 
• Demonstrated ability to respond to callers needs in a positive manner assuring optimal satisfaction. 
• Ability to maintain discretion and confidentiality of all guests and hotel information at all times.
• Ability to work cohesively with other departments as part of a team
• Ability to perform basic mathematic computations.

Any combination of education, training or experience that provides the required knowledge, skills and abilities. 

Minimum High School education, College Degree preferred.

 At least 1 year experience as a Guest Services Manager or 2 years as an Assistant Guest Services Manager . A foreign language is advantageous.